Senior Operations Manager, Quality Control

Ladders; United States; Remote; USD 105,000 - 145,000; Full time

Benefits offered by this job

401(k) with generous match

Employee Stock Purchase Plan (ESPP)

Comprehensive health coverage (medical

Dental & vision insurance

Paid family leave

Wellness & productivity allowances

EAP for mental health

Job summary

Ladders is seeking a Senior Operations Manager, Quality Control for a remote role in the United States. You will lead a quality control function supporting a regulated consumer lending operation, driving risk-based reviews, standardized testing, and remediation.

Collaborate with operational leaders to surface trends and strengthen controls while scaling through AI-enabled testing. Responsibilities include building a high-performing QC team, establishing metrics, and guiding frontline reviews to

Qualifications

• Minimum 6+ years in consumer lending operations or QC within a regulated financial environment.
• Direct management experience leading QC or compliance testing teams.
• Proven track record developing operational QC programs, including call monitoring and agent reviews.
• Expertise in sampling methodologies and standardized testing criteria.
• Experience managing QC findings and remediation tracking.

Responsibilities

• Lead and develop a team of quality control professionals with clear performance expectations.
• Build and enhance a risk-based QC program with standardized review criteria.
• Oversee frontline QC reviews to identify regulatory risks and process defects.
• Collaborate with operational leaders to communicate findings and recommend improvements.
• Establish reporting metrics to highlight quality trends and operational effectiveness.
• Explore AI-enabled testing and automation capabilities to improve efficiency.

Skills

6+ years in consumer lending

Quality control management

Quality control program design

Sampling methodologies

Remediation tracking

Job description

For our client, we are seeking a Senior Operations Manager, Quality Control to join the team of a leader in the Finance & Insurance space. This role will lead a quality control function that supports a regulated consumer lending operation, with a strong emphasis on risk-based reviews, standardized testing, and actionable remediation. You will partner closely with operational leaders to surface trends, strengthen controls, and improve the consistency and effectiveness of frontline processes. The position also calls for exploring AI-enabled testing and automation opportunities to improve review efficiency and scale.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $104,800 – $145,000 annually

Responsibilities

• Lead and develop a team of quality control professionals with clear performance expectations
• Build and enhance a risk-based quality control program with standardized review criteria
• Oversee frontline quality reviews to identify regulatory risks and process defects
• Collaborate with operational leaders to communicate findings and recommend process improvements
• Establish reporting metrics to highlight quality trends and operational effectiveness
• Explore AI-enabled testing and automation capabilities to improve review efficiency

Qualifications

• 6+ years in consumer lending operations or quality control within a regulated financial environment
• Direct management experience leading quality control or compliance testing teams
• Proven track record in developing operational quality control programs, including call monitoring and agent reviews
• Expertise in designing sampling methodologies and standardized testing criteria
• Experience managing quality findings and remediation tracking

Benefits

• Competitive compensation with base pay, bonuses, and equity grants
• 401(k) with a generous company match for retirement savings
• Employee Stock Purchase Plan (ESPP) with discounted stock options
• Comprehensive health coverage including medical, dental, and vision
• Paid family and parental leave to support caregiving needs
• Annual wellness and productivity allowances for personal development
• Employee Assistance Program (EAP) for mental health support

Our client is an equal opportunity employer.